gintau2000's profile

Regular Visitor


2 Messages

Sat, Jun 20, 2020 1:00 AM

Looks like you can't make changes to this plan.

I closed an account last year and plan to start a new plan soon. Since the account is closed the website doesn't allow me to do any update and always shows "Looks like you can't make changes to this plan." when I attempt so.


I also try creating a new ID, but my phone number is locked into my old account and continue preventing me from doing any updates. Is there way to completely remove my account record so that my phone can be used on a new account?



8 Messages

3 m ago

I am also having the exact same issue as gintau2000. It seems that even a year later, this issue persists. 

I ended my internet service with xfinity three months ago after moving out of an apartment (I'm a student), and I'm moving into a new apartment soon. When I try to shop for new service from my old account, I am greeted with the message "Looks like you can't make changes to this plan. Contact the account owner for details." I am the account owner. 

I have also tried making a new account, but because my old information is still in the system, I receive the message "This information doesn't match our records. Try again or contact us and one of our agents will be happy to help you."

How can I start a new internet service with xfinity? At this point, I am strongly considering using an alternative provider because I literally cannot use xfinity due to this issue. 

Official Employee


3K Messages

Hello @therealcmeng! Thanks for reaching out to us on the Forums. Looks like this is a pretty old post and we will be closing it out. If you'd like official employee assistance with your account, please create your own, new post submission and we will reach out to support you with further instructions. Thank you.

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